FAQ

We strive to offer you the best buying experience online! Click on the topics below for details.
Other help topics
  • Q1. When will you ship out my order?

    Items will generally be shipped within 1-2 days once payment has been received (unless specified). We will notify you via email after each item has been sent.
    We ship anywhere in the continental U.S. (Including Alaska and Hawaii, which may have added shipping charges.)

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  • Q2. Which couriers do you use?

    The courier companies we are cooperating with include FEDEX, UPS and USPS, from which we will choose one for our customers according to the product size.

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  • Q3. Where can I track my order?

    We will send you an email with your parcels consignment number once your item has been dispatched. Alternatively, you can check those order and tracking details by login to My Account on clatterans.com. For FEDEX , UPS , USPS track and trace, please visit:
    https://www.ups.com/us/en/global.page
    https://www.fedex.com/en-us/home.html
    https://www.usps.com/

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  • Q4. Why have I received a different item from what I ordered?

    Please contact us with your Order ID number. We will resolve this mistake as soon as possible.

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  • Q5. How to deal with the situation when I have received the wrong quantity of product?

    Once you've received the product's package and found that the quantity of the product is less or more than what you've ordered, please contact us with your Order ID number within five weekdays starting from the date of you received it, and we will solve your problem as soon as possible.

    *Notice: Provided that all our products are well and properly packaged before the shipment, Clatterans will not take any responsibility for any product loss that happens during delivery.

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  • Q6. Are parcels covered by transit insurance?

    All delivery shipments are fully insured. If you have questions about your orders, please contact us with your Order ID number. We will resolve your request as soon as possible.

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  • Q7. Do you deliver anywhere in the US?

    We ship anywhere in the Continental US (Including Alaska and Hawaii, which may have added shipping charges.) We do not offer shipping to US territories at this time.

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  • Q8. Do you ship internationally?

    Currently, we only ship to the Continental US, including Alaska and Hawaii. However, we may soon ship internationally. Subscribe to our newsletter to stay up-to-date with any changes.

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  • Q9. Do you provide combine shipping service?

    We are unable to provide combined shipping at this stage.

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  • Q10. Can I or my own courier pick up my order from your warehouse?

    We are unable to offer a pickup because we are trying to ensure that you receive your goods as soon as possible by limiting its delivery mechanisms. Offering a pick-up service would complicate our logistics process and delay delivery time for all customers.

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  • Q11. What happens if I am not at home when the courier delivers my orders?

    As our couriers require signatures when customers receive parcels, the delivery driver will leave an information card at your address to notify you. Please follow up the instructions shown on that card.

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  • Q12. What should I do if I have not yet received my order?

    First of all, please check the delivery information in the order confirmation email or by inquiring us. If the delivery information can be tracked and is processing normally, then you just need to wait patiently.

    If you have not received your order within the estimated delivery date (starting from the shipping date), we suggest you contact us as soon as possible within 90 days (also starting from the shipping date). Beyond the 90 days, the shipping information will not be available, and that will disable us to offer you any useful help.

    Therefore, please contact us ASAP once you've found your order delayed. We will try our best to solve your problem in time.

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  • Q13. Can you ship my order to my PO BOX address?

    Unfortunately, we are unable to ship to PO BOX addresses.

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  • Q14. How do I change the shipping address?

    To change address in your Clatterans account, please log into your account and click on "Address Book", then click on "Edit My Address" (which is beside the "default address") and fill out the detailed address information as requested. Click the "Save" button to complete. However, if you want to change address for a specific order, it's recommended to send us an email with correct shipping address and contact number. And please be informed that we are not able to change shipping address if the item has already been shipped.

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